The following section will help you understand how to use the Plan throughout the year, so you can be sure you’re getting the care and support you need.
Providers in Cigna’s network have what is called a direct pay arrangement. That means Cigna pays your provider directly, which helps reduce the amount you need to pay for covered services at the time of treatment.
Before you visit a health care provider, search for nearby in-network providers through the directory on CignaEnvoy.com. When you visit a network doctor or hospital, simply show your Cigna ID card. You can also choose to receive care and service from providers outside of Cigna’s network but you will need to pay for the benefit up front and submit the claim to get reimbursed for the cost (see the section below for details on how to submit a claim).
Make sure you have a Cigna ID card. This card is not involved in payment, but is an identification card that details your member information and includes important contact numbers. Keep your Cigna ID card with you, as you never know when you might need it! (Note: If you are from Brazil or working in Brazil; or from Australia or working in Australia, you’ll receive two Cigna ID cards. Be sure to present both cards at the time of service.)
If you do not have a Cigna ID card, you can contact the Cigna customer service center.
You may experience delays in receiving original ID cards via mail from Cigna Global. In most cases, an electronic ID card from Cigna Global is acceptable. You can obtain a copy of your ID card on CignaEnvoy.com or through the Cigna Envoy app, available on the Apple App Store℠, Google Play™ or the Amazon Appstore®.
If a doctor or hospital requires a medical card and you do not have one from Cigna, please immediately contact International SOS (ISOS) for assistance. ISOS is a Merck vendor that works with Cigna and your provider in order to coordinate care and billing. Contact ISOS at the following phone numbers depending on your location:
As a Merck and MSD employee, please use the ISOS Reference Membership #: 11BCMA000142
Speak to a Doctor Anytime with Telehealth
Telehealth allows you to talk to a doctor anytime, from anywhere through the Cigna Wellbeing mobile app. You’ll have access to licensed doctors around the world – by phone or video – for assistance with a variety of non-emergency health issues
A Guarantee of Payment (GOP) assures payment directly to a health care professional outside the U.S. for covered services. You can request a GOP at any time to help prevent you from having to pay for services that would normally be covered under your plan.
You are a member of the CignaLinks program if your home and/or host country is one of the following: Australia, Brazil, Canada, Indonesia, Malaysia, Singapore, Spain, United Kingdom.
In certain markets, Cigna Healthcare is not accepted by local physicians and hospitals. Under the CignaLinks program, we partner with local, private insurers to help you find and access high-quality, established local physicians and hospitals. Through this partnership, we have designed an integrated insurance program that offers:
When seeking medical services in one of the CignaLinks countries, you must present your CignaLinks ID card (which may be a separate or co-branded card) to the participating physician’s office or hospital at the time of service.
For certain CignaLinks programs, you will receive a Cigna HealthCare global ID card and one more additional ID card, depending on your citizenship and/or work location.
It is possible for you to be eligible for more than one CignaLinks program. For example, if you have a work location of Hong Kong and a citizenship of Brazil, you are eligible for both CignaLinks Hong Kong and CignaLinks Brazil programs.
You should use your Cigna Healthcare global ID card anywhere outside the specified CignaLinks country.
If you do not have a cobranded or separate card listing the local insurance provider, please call our Global Service Center and request a card. Please be prepared to provide your Cigna ID number and a current residential mailing address to receive your ID card.
Our Global Service Center is open 24 hours a day, seven days a week. Call toll-free at 1-800-441-2668 or 1-302-797-3100 and reverse the charges.
You can search for both Cigna Healthcare direct network and the local CignaLinks network health care providers around the world by clicking the “Find a Provider” tab at CignaEnvoy.com. We encourage you to call us if you have any questions.
Remember: Your claim needs to be submitted within one year (365 days) after services are rendered.
You can submit an insurance claim to Cigna quickly and easily using the Cigna Envoy app. Follow the simple instructions on the app to submit a claim online (or click here to view the instructions as a PDF).
While in the U.S.: If you receive care from one of Cigna’s in-network providers, you do not need to submit a claim for reimbursement. If you choose to seek care from an out-of-network provider, you may need to file a claim.
Outside the U.S.: You may need to file a claim if the provider does not accept your Cigna ID card or does not accept a Cigna guarantee of payment. In those instances you will need to pay for the services at the time of service and then submit the claim to Cigna. To avoid paying up front and submitting a claim, you can visit a Cigna in-network provider. You can find this in the provider directory page on CignaEnvoy.com.
Click on the thumbnail images below for different example scenarios of using care and submitting a claim.
Meet Johan
Meet Amelia
Remember, you can find more information and step-by-step details on how and when to submit claims, frequently asked questions and more in your Cigna Welcome Kit, which you can find using the Cigna Envoy App.
Cigna Envoy is a mobile app that provides you with a fast, easy way to access your family’s important health benefits information — right at your fingertips. With the app you can:
Register for Cigna Envoy as soon as you receive your ID card. With your ID card handy, visit CignaEnvoy.com and click “I have not registered yet” and follow the prompts.
Problems registering? Check out this quick-guide to get you started!
* The downloading and use of the Cigna Envoy app is subject to the terms and conditions of the app and the online store from which it is downloaded. Standard mobile phone carrier and data usage charges.
If you or a dependent family member needs surgery or any other potential high-cost procedure (including hospitalization) in your home or host country, please contact Cigna Global as soon as possible. They will provide detailed instructions on how to submit your claims, get pre-authorization, etc.
If you are encountering issues arranging care with Cigna Global, please contact Merck’s Global Benefits & Well-being Center of Excellence at globalwellbeing@merck.com.